[Remote] Principal Business Process Consultant-CRM

Note: The job is a remote job and is open to candidates in USA. ServiceNow is a global market leader in Information Technology and Services, providing innovative AI-enhanced technology to a wide range of customers. They are seeking a Principal Business Process Consultant-CRM to engage with business stakeholders, analyze workflows, and optimize processes across various business domains. The role requires strong consulting skills and the ability to bridge business needs with technical solutions.ResponsibilitiesServe as the functional and process expert during customer engagementsGuide customers on configuration vs. customization and adoption of best practicesAdvise senior leaders on process optimization and AI/automation opportunitiesLead workshops with business sponsors and SMEs to capture current-state processes and design future-state workflowsTranslate requirements into business requirement workbooks, user stories, acceptance criteria, and test plansDefine KPIs and success measures to track value realization (cycle time, CSAT, case deflection, etc.)Partner with Technical Consultants, Solution Architects, and Project Managers to ensure requirements flow into robust technical solutionsSupport unit testing, UAT, and customer validation, ensuring business objectives are metMonitor for scope creep and align with engagement managers to resolve issuesAnalyze processes to identify areas for automation, AI agent adoption, and continuous improvementDevelop adoption strategies, training materials, and change management plans to ensure successful rolloutEnsure user experience is prioritized — with logical flows, accessibility, and ease of useStay current on ServiceNow capabilities, CRM/CSM trends, and AI innovationsShare best practices internally and externally, contributing to delivery of playbooks and acceleratorsSupport pre-sales and solutioning activities as neededSkills7+ years of consulting or business process analysis experience on the ServiceNow platform, preferably CRM and Industry products such as CSM, FSM, SOM, and industry workflowsProven expertise in one or more domains: Sales & Order Management (lead-to-cash, CPQ/CLM), Customer Call Center/Service, Field ServiceDemonstrated ability to influence and consult with senior leaders, providing solution options with pros/consStrong experience converting business requirements into functional and configuration requirementsProficiency in process modeling and visualization tools (e.g., Visio, BPMN, workflow diagrams, wireframes)Excellent stakeholder engagement, facilitation, and communication skillsServiceNow Certified System Administrator (CSA) – required within 60–90 days of hire if not already certifiedAt least one Certified Implementation Specialist (CIS) certification in CSM, FSM, or Sales – required within the first 6–12 months of hire, depending on project alignmentServiceNow certifications: CSA, CIS-CSM, CIS-FSM, CIS-Sales (or within 90 days)Knowledge of AI/automation projects (chatbots, NLP, predictive analytics, agentic AI)Industry expertise in telecom, financial services, insurance, or public sectorFamiliarity with NowCreate methodology and Agile/SAFe delivery practicesWillingness to travel up to 50% based on customer needsCompany OverviewServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions. It was founded in 2004, and is headquartered in Santa Clara, California, USA, with a workforce of 10001+ employees. Its website is http://www.servicenow.com.Company H1B SponsorshipServiceNow has a track record of offering H1B sponsorships, with 141 in 2026, 910 in 2025, 876 in 2024, 807 in 2023, 840 in 2022, 447 in 2021, 439 in 2020. Please note that this does not guarantee sponsorship for this specific role.